Terms of Service

These Terms of Service (the "Terms") govern your use of the HoPetSit marketplace (the "Service"), operated by CARDELLI HERMANOS LIMITED (trading as HoPetSit), a company incorporated in Hong Kong (the "Company", "we", "us").

1. The Service

HoPetSit is a marketplace connecting pet owners with independent pet sitters and dog walkers across the European Union, United Kingdom, Switzerland, Norway and adjacent territories. We are not a provider of pet-care services ourselves. We facilitate matching, secure chat, payment processing and dispute resolution between users.

2. Eligibility

• You must be at least 18 years old to register as a sitter or walker.
• Pet owners must be at least 18 years old or use the platform under the supervision of a legal guardian.
• You must provide accurate, current and complete information at registration.

3. Account & security

You are responsible for the activity on your account and for keeping your credentials confidential. Notify us at contact@hopetsit.com as soon as you suspect unauthorised access.

4. Bookings & payments

Owners pay the gross booking amount via our regulated payment processor (Airwallex). HoPetSit retains a 20% platform commission; the remaining 80% is paid out to the provider's registered IBAN 24 hours after the service ends, allowing a dispute window for the owner. Funds are held in escrow during this entire period and HoPetSit does not access them.

5. Cancellations & refunds

Owners can self-cancel for free up to 72 hours before the service starts — the booking is cancelled immediately and a 100% automatic refund is issued. Within the 72-hour window, cancellations require a mutual agreement with the provider or a formal dispute. Provider-initiated cancellations always result in a full owner refund. See the full Refund Policy for the complete process, deadlines and dispute procedure.

6. Conduct

• No harassment, hate speech, or harmful behaviour toward other users or animals.
• No solicitation of contact details to bypass the platform's payment system.
• No fraudulent reviews, fake bookings, or chargeback abuse.
• Sitters and walkers must respect local animal welfare laws.

7. Reviews & reputation

Both parties may leave a review after a completed booking. Reviews must reflect a real experience. We may remove reviews that violate these Terms or applicable law.

8. Intellectual property

The HoPetSit name, logo, application, website, and content are owned by CARDELLI HERMANOS LIMITED (trading as HoPetSit). You may not copy, reproduce, or distribute them without our prior written consent.

9. Liability

To the fullest extent permitted by law, CARDELLI HERMANOS LIMITED (trading as HoPetSit) is not liable for indirect or consequential damages arising from a booking. Our aggregate liability for any claim is limited to the platform fees we have collected from the affected booking.

10. Termination

We may suspend or terminate accounts that breach these Terms. You may delete your account at any time from the mobile app or by contacting us.

11. Governing law

These Terms are governed by the laws of Hong Kong SAR. Disputes shall be resolved by the competent courts of Hong Kong, without prejudice to mandatory consumer-protection rights in your country of residence.

12. Contact

Questions: contact@hopetsit.com